Japan Airlines is a major airline based in Japan, providing passenger and cargo airline services. The company operates a domestic and international network, connecting travelers to various destinations across Asia, Europe, and the Americas. Japan Airlines focuses on delivering a high-quality travel experience, offering a range of services including in-flight meals, entertainment, and various classes of service to meet the needs of diverse travelers. The airline primarily serves business and leisure travelers, catering to both domestic customers within Japan and international passengers. With a commitment to safety and customer satisfaction, Japan Airlines aims to enhance the travel experience through its efficient booking system and responsive customer service. Travelers can visit jal.com to explore flight options, manage bookings, and access additional travel resources.
Japan Airlines receives a mixed reception from travelers, with a significant number expressing dissatisfaction. Many reviewers highlight rude and unprofessional staff, with complaints about poor service and long wait times at check-in.
Flight cancellations and changes are frequently mentioned, leading to frustration among customers who feel their travel plans are disrupted without adequate communication. Despite these issues, some passengers praise the airline for its service quality, noting positive experiences with crew members and the overall flight experience. Additionally, a few customers appreciate the airline's efficiency and dedication to customer care, particularly in challenging situations. Overall, while there are commendable aspects of Japan Airlines, the prevailing sentiment leans towards disappointment due to service and operational inconsistencies.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 2.6 | 94 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review Jun 2025.
| Month | Average | Reviews |
|---|---|---|
| Jul 24 | 5.0 | 1 |
| Aug 24 | — | 0 |
| Sep 24 | 2.0 | 1 |
| Oct 24 | 1.0 | 1 |
| Nov 24 | 5.0 | 3 |
| Dec 24 | — | 0 |
| Jan 25 | 1.0 | 2 |
| Feb 25 | 1.0 | 3 |
| Mar 25 | — | 0 |
| Apr 25 | 1.0 | 1 |
| May 25 | 1.0 | 2 |
| Jun 25 | 1.0 | 2 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 94 most recent reviews.
“Loved the service provided by all the crew from the first flight up to our return flight”
“This is a terrible airline”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Airlines.
| Company | Overall | Legit | Service | Booking | Value | Trend | Reviews |
|---|---|---|---|---|---|---|---|
| 2.6 out of 5 (poor) | 100 out of 100 | 2.7 out of 5 (poor) | 2.3 out of 5 (poor) | 2.1 out of 5 (poor) | — | 94 | |
| 4.9 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | — | — | — | 1,109 | |
| 4.2 out of 5 (good) | 100 out of 100 | 4.2 out of 5 (good) | 3.5 out of 5 (good) | 3.8 out of 5 (good) | — | 1,083 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 4.5 out of 5 (good) | 4.6 out of 5 (good) | — | 1,069 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.9 out of 5 (good) | 4.6 out of 5 (good) | — | 1,050 |
Bottom line: Japan Airlines is #5 of 5 on overall rating in this group. On booking, Audley Travel scores higher (4.9 vs 2.3).
94 reviews of Japan Airlines. Filter by what matters to you.
I travelled to Tokyo from Denmark twice, and it really was an excellent experience. Great service, enough room between the seats on both axes (very important for huge man like me), extremely comfy seats, great expedition times, and good/relevant information before and after the flight. Next time, I am definitely flying with Japan Airlines again. Thanks for a good and memorable trip.
ANTES DE COVID / NOVIEMBRE 2019 HASTA HOY ESPERANDO REINTEGRO 3 Billetes comprados y pagados por Tarjeta de Credito el 30 NOVIEMBRE 2019 a Mytrip. JAPAN AIRLINES BCN-TOKYO. Número de reserva: L18TCR, Localizador: Vuelo: BGWQQC. CANCELADOS VUELOS POR LA COMPAÑIA: lunes, 13 de ENERO de 2020, 10:59:43. PROMETEN REINTEGRO EN UN MÀXIMO DE 2-3 SEMANAS. MÚltiples reclamaciones a Mytrip via e-mail. Via telèfono, esperas interminables y cese de las conversaciones ininteligibles desde Call Center India. Silencio absoluto. My Trip alega que no ha recibido la devolución de Japan Airlines. Seis meses? MUCHO ANTES DE CRISIS COVID.
My flight was from Vladivostok, Russia to Tokyo, Japan, March 1, 2020. It was the first time I traveled with Japan Airlines. It was an excellent flight, without problems and all the Japan Airlines staff really friendly, educated and respecting all the COVID-19 regulations. The meal was really delicious, maybe because I am a sushi fan, it was a really tasty meal. Definitely an airline I will consider next time if the option is available. Thank you guys.
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Polarized pattern: few middle ratings. 37% of recent reviews are 4–5★ and 60% are 1–2★.
Everyone is already stress due this covid-19 but still there are people that instead of understanding the situation, they are taking advantage of it. I got a message from asap tickets (travel agency) that my parents flight is cancelled and need to rebook it. I keep calling them and after how many days they response to me. They want me to pay extra to rebook the flight. I already told them that I got an email from JAL it's free to rebook but they didn't understand it. It took weeks and still the ending is I'm going to pay. I called JAL to asked for help and the 1st person who answer the phone last april 17, he is so nice and helpful. He transfer me to peter the JAL agent for reservations. Peter is so friendly and helpful. Of all the stress we are going through, he help us to make it light. He rebook the tickets for free. Today ASAP tickets agent -kidlat called me and saying that still I need to pay. I told him o already talk to JAL directly and he said maybe it's a scam. I called again the JAL and peter is the one who answer again and he show me all the details and even help me give assign seat for my parents. JAL staff specially peter, you don't know what we are going through right now and I am suffering some medical/emotional issues, your help is really a big deal to me. You took some of the heavy burden that I have in my shoulder. I learned my lesson now. Next time book a ticket directly to JAL no more agency 😊 thank you.thank you so much. Seeing my parents not stress in their flight anymore is priceless. God bless you all.
I booked two flights with Japan Airlines, one directly with the airline and another through an agent. The direct booking was done very efficiently and I could understand the web page perfectly well in English. However, I was unable to use either flight owing to the coronavirus world lockdown. I wasn't able to process a refund on-line using my JAL account as I was required to speak to a JAL agent. Fearing that I'd never get through, I called JAL via Skype, got through to someone relatively quickly, and my refund was quickly and efficiently processed, and the credit made to my credit card account was made within a week. Bearing in mind most other airlines are not refunding flights and offering vouchers at best, total credit and respect, this is very impressive from Japan Airlines, the hallmark of a company with deep ethics and an awareness of their moral responsibilities to customers. I hope to return to Japan soon and will definitely be using JAL again. Thank you JAL. JAL also confirmed that they had refunded a JAL flight I'd booked through agents, Kiwi.com and that I should contact them for the refund. But that's an entirely different story - see my Kiwi.com review on Trustpilot.
I booked a Japan Airlines ticket via Travelgenio.com for a flight from Singapore to Los Angeles via Tokyo on 4-5 April 2020. I got an email from Travelgenio on 01-Apr-2020 that the schedule of the connecting flight from Tokyo to Los Angeles is shifted to 7th April 2020. That means I would have to stay two days in Tokyo before flying for Los Angeles. As a frequent traveller, I experienced similar changes in connecting flight schedule twice before. In 2016, my wife and I booked a Thai Airways ticket to travel from Sydney to Dhaka via Bangkok, while the connecting flight from Bangkok to Dhaka was shifted by a day. The Thai Airways than offered us either to stay in a Hotel overnight or reschedule the flight. As it was a normal situation, we preferred to stay in the Hotel. Similarly, in 2011, I was offered to stay in a Hotel in Kuala Lumpur for a delayed connecting flight of Malaysian Airlines from Dhaka to Schiphol via Kuala Lumpur. However, surprisingly, I was not offered any such alternative either from Japan Airlines or the travel agent for the change in flight schedule. In the current situation of COVID-19 pandemic, staying Tokyo for two days involves health risk as well as challenges due to travel restriction and citywide lockdowns. Therefore, I tried to contact Travelgenio right-away, but they did not respond. Then, I called the Japan Airlines customer service, explained my concern about the change, and was advised to contact Travelgenio if I want to cancel or reschedule the flight. Since then, I have been consistently trying to reach Travelgenio, but unfortunately, they never responded. I then requested Japan Airlines that they do have responsibility as the flight schedule was changed by them. However, they have been simply denying this responsibility and just asked to contact the travel agent. Now, I am in a helpless situation on top of the stress and worry due to COVID-19.
Amongst all this craziness with the coronavirus, JAL were extremely understanding and helped us with changing our flights after we tried, unsuccessfully, to get in touch with TravelGenio which is the travel agent that we used to book our tickets. They could have said no but they helped. I can't tell you how much we appreciate it and what a burden you took from our shoulders especially during this time when not a lot of companies are willing to go the extra mile. Thank you!
J'ai pris plusieurs fois JAL depuis Paris vers Tokyo. Il y a finalement peu à dire car c'est la gamme supérieure de qualité de service et d'agencement de la classe éco. Le personnel est magnifique, très professionnel, toujours souriant, passant de nombreuses fois dans la nuit pour proposer une boisson. On pourra reprocher que les repas de la classe éco sont trop éco...que le prix du voyage est supérieur à la concurrence bien que cela se comprenne, surtout lorsqu'on essaye lesdits concurrents... Pour moi, c'est une bonne compagnie pour la classe éco.
Le service à l'aéroport et dans l'avion est très bien. En revanche le service client français est très difficile à joindre. Bien souvent, alors que vous appelez pendant les heures supposés d'ouvertre, vous vous retrouvez avec un interlocteur anglais à la place. Par contre la responsable des enregistrements des bagages à Fukuoka est très désagréable, autoritaire, non profesionnelle, voir méchante. Les autres employés que j'ai vu sur de nombreux voyages sont au contraire sympas et agréables. Mais a elle seul elle gâche totalement l'image de la société.
I was duped by Expedia.com.bought ticket for Japan Airlines and ended up with American Airlines,not the same.Why would Japan Airlines risked their good reputation associating with American Airlines,known for their lousy in flight meals and so so service.Never again.
Good Customer Service :) Very polite and helpful
Japan Airlines is a major airline based in Japan, providing passenger and cargo airline services. The company operates a domestic and international network, connecting travelers to various destinations across Asia, Europe, and the Americas. Japan Airlines focuses on delivering a high-quality travel experience, offering a range of services including in-flight meals, entertainment, and various classes of service to meet the needs of diverse travelers. The airline primarily serves business and leisure travelers, catering to both domestic customers within Japan and international passengers. With a commitment to safety and customer satisfaction, Japan Airlines aims to enhance the travel experience through its efficient booking system and responsive customer service. Travelers can visit jal.com to explore flight options, manage bookings, and access additional travel resources.
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